Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

A QUICK INTRODUCTION TO READING THIS BOOK

If you are a traditional lover of books and just prefer to read cover to cover then please consume the book's ideas in this way. However, if you are intent on flicking through to pick out ideas for immediate use, then here are a few tips.

Chapters 1 and 2 are scene setters that provide an overview of how both customers and organizations have found reason to use social media as channels for interaction. Chapter 3 then moves onto the building blocks of a Social Customer Service ecosystem and begins to tease out some of the issues.

Chapter 4 then changes gear and is a little different. For a start it is much longer. It is the centre of the book in terms of using the ideas and comes in the form of a self-assessment. This is an exploration we very much hope you complete and get value from.

It defines 15 competencies that support your ability to deliver a great Social Customer Service experience. If you are a veteran of Customer Service strategy you will no doubt recognize parts of the discussion. Completing the assessment enables you to design version one of your Social Customer Service strategy.

Chapters 5 to 7 then dig deeper into the character and operational best practice for peer-to-peer support, Facebook and Twitter.

After that we tackle two core topics in Chapters 8 and 9 – crisis management and the relationship between social interaction and the law. Finally, we draw things to a close by considering the “big picture” issues that social ...